Performance Measures

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Performance Measures in Metro Nashville Government
Southeastern Results Network January 30, 2008
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Who We Are

• Metropolitan Government (1963)
• 1.9 billion (FY07)
• Strong Mayoral Government
• One of Largest Municipal Legislative Bodies in
  the United States (40 Members)
• 56 Departments
• gt20,000 Employees

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What We Did

• Implement comprehensive managing for results
  system across all Mayoral departments
• Strategic Planning
• Performance Management

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Operational Focus

• Within Strategic Business Plans, departments
  created Programs

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Family Of Measures

• For each Program, at least one
• Result Measure (outcome)
• Output Measure
• Demand Measure
• Input Measure
• Efficiency Measure

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Program Purpose Statement

• The purpose of the Virtual Information Services
  program is to provide reliable on-line products
  to our on-line customers so they can utilize the
  resources and information they want anytime from
  anywhere.

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Program Performance Measures

• Result Per capita customer utilization of
  online resources
• Output Number of database sessions provided
• Demand Number of database sessions anticipated
• Efficiency Expenditure per database session
  provided

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Creating Program Performance Measures
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Lessons Learned Getting Started

• Its Alive!
• (remember the care and feeding)
• Keeping Up With the Joneses
• Instant Measures (Just Add Water)
• But Im Different!

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Lessons Learned Using It

• Now, Just What Am I Supposed to Measure Again?
• Now, Just What Does This Mean Again?

(Psst this is a black hole not a good thing)
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• The Most Important Thing To Know When Creating
  Performance Measures

TM
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• Get The

WHO
Right
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WHO

• is your customer for the data?
• will see the data?
• will not see the data?
• will make decisions using the data?
• will need to understand the data?

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Getting the Who Right

• Different Customers
• Will Need
• Different Data
• At Different Times
• In Different Ways

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Man, This SoundsLike a Real Pain in the

• Easy? Quick? Painless? Nah, not so much

Performance Information provides a huge return on
investment and is a uniquely powerful tool
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Resources

• Citizens Guide to Metros Performance
• www.nashville.gov/performance
• Citizens Guide to the Metro Budget
• www.nashville.gov/citizens_budget

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Contact Information

• William Aaron
• william.aaron_at_nashville.gov
• 615.862.6121